商务沟通与技巧outcome2.doc

Report on Customer Care Strategy in Samsung Prepared for:Eaco Candidate name: Peng Ziwei Grade and Class: International business Class 6 Student Number:Table of Contents 1.0 Summary..................................................................................... 3 2.0 Introduction................................................................................ 3 3.0 Procedures................................................................................... 3 4.0 Findings....................................................................................... 4 4.1 Customer care strategy............................................................. 4 4.1.1 Introduction of Samsung 4.1.2Samsung’s Business Principle 4.1.3 Introduction of Samsung’s customer care strategy 4.2 Customer care systems.............................................................. 4 4.3 Customer care standard............................................................ 6 4.3.1Environment 4.3.2Customer 4.3.3Employee 4.3.4Community 4.3.5Supplier 4.4 The research of Samsung s customer feedback.........................7 5.0 Evaluation........................................................................................7 6.0 Conclusion........................................................................................8 7.0 Recommendation.............................................................................8 8.0 Reference..........................................................................................9 9.0 Appendices.......................................................................................10 1.0 Summary Samsung Group is a